In this age of real-time data flow, digital channels have become the de facto tool for utility outage communications. Whether through the company website, a mobile app, or social channels, customers expect a timely and robust way to access the outage information they need on demand. I think our industry has come a long way, especially in the past several years. Utilities are providing increasingly sophisticated outage features and communication platforms that shed light on local restoration efforts and fill the dreaded information void during times of darkness. Social channels help validate consumer concerns that an outage or event has occurred and that the utility is aware of the issue, as well as direct customers to more information and provide a more human and interactive experience. Of equal importance, social channels now provide the communication vehicles to reach critical stakeholders (especially the media, relevant political or community leaders, and small or midsize businesses) with ongoing updates and guidance during these important and key moments of truth.

In our Review of North American Electric and Gas Company Websites: 2011, we assessed how quickly reviewers ...